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Aide Chat uses your business hours to show visitors whether a person is around and to decide what Aide does when your team is offline. Set it up in Aide Chat > Behaviour.

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Business hours

Under Business hours, choose the Source: your default schedule or another schedule you created. See Business hours and holidays to set up schedules.

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When no one is online

Pick what Aide does outside business hours:
  • Aide keeps handling: Aide answers as it does during hours. If it hands off, it posts the outside-hours message and asks for an email.
  • Aide acknowledges, collects an email and pauses: Aide posts the outside-hours handoff message, asks for an email and stops. Your team picks it up when you open.
The outside-hours message is set in Aide AI Agent > Handoff, where {{reply_time}} becomes your next opening time.

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Asking for an email

Under Ask for an email, choose when visitors are asked:
  • In the chat, after Aide first replies: asked once, and the visitor can skip it.
  • Before the first message: required to start chatting, which guarantees you can follow up by email.
  • Off: never asks on its own. A handoff still asks if your Handoff settings say to.
How your team’s replies reach a visitor who left is covered in Follow up by email when a visitor leaves the chat.

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Transcripts by email

Turn on Offer transcripts by email to let visitors have a copy of the conversation sent to them when it ends. It asks for an email if the visitor hasn’t given one.